Global Head of Customer Success

2 weeks ago

London, United Kingdom YOOBIC Full time

**Who we are**

YOOBIC is an all-in-one Frontline Employee Experience Platform. Our mobile app gives business leaders and frontline teams the performance tools they need to communicate, learn, and work - all in one place. With streamlined communications, mobile learning, and digitized task management, YOOBIC drives operational excellence while drastically improving the frontline employee working experience. 350+ companies around the world including Boots, BurgerFi, Lancôme, Lacoste, Levi’s, Logitech, Peloton, Puma, and Vans trust YOOBIC to improve operational consistency and agility, get real-time visibility into multi-location business execution, and improve their customer experience.

In Autumn 2021 we were successful in receiving our Series C funding of $50m from some incredible investors such as Highland Europe, Felix Capital and Insight Partners.

We are a diverse organisation that empowers its employees to achieve their goals and develop themselves along the way. There is a great sense of team at YOOBIC and a real passion for the future of work. You will have the opportunity to quickly make an impact and given the innovative product (which customers love) and our predicted growth trajectory, this is an exciting time to join YOOBIC

**What we need**

Yoobic is looking for its new **Global** **Head of Customer Success**

Reporting to the Chief Customer Officer and sitting on the Customer leadership team, the Global Head of Customer Success plays an instrumental role in helping Yoobic’s customers unlock greater value from their usage of the platform and helping Yoobic reach our mission of changing the lives of millions of deskless workers by creating a better everyday working experience.

Following the arrival of our new CCO in May, we are looking for a Global Head of Customer Success that can lead the unleveling of the team by building processes, playbooks and hiring and training plans that will ensure the team in place is focused on delivering proactive best practices towards programmatic adoption and accelerate value realisation - improving the customer journey and ensuring top of the market gross & net retention rates.

We are looking for someone who is customer obsessed, collaborative, communicative, strategic, and tactical, with an eye toward critical thinking and problem-solving. This is a critical role to Yoobic at its stage of development and for its millions of end-users.

**What you'll do**

As the Head of Customer Success you will be responsible for the Customer strategy, team, metrics, process & Stakeholders. More specifically, you will be expected to:

- Recruit, train and retain a high performance team that demonstrably accelerate adoption and value realised by our customers when using Yoobic
- Build scalable and repeatable process to manage the Customer Success lifecycle through playbooks, best practices, and industry benchmarks
- Collaborate closely with colleagues in data, operations, enablement, sales and product to build the tools, features and processes that make scalable value delivery possible (and successful)
- Use our CRM and/or other tools to collect and organise data that enables better engagement and decision making
- Create a constant connection between the initiatives and projects in the business, our business customer-focused strategies and the voice of the customer
- Design a customer success strategy and provide key results updates to CCO & teams
- Manage a team of 20+ CSM worldwide
- Build a culture of ownership, innovation, inclusivity & excellence within the team

**What you have...**
- Solid experience managing a high performance team (with clear metrics for success), ideally large teams, worldwide
- Met and/or exceeded ambitious change targets (i.e. delivered a transformational body of work with success, etc)
- Experience not only running customer success teams focusing on large & strategic customer segments but designing & implementing a CS strategy, with all the enablement & support required
- Passion for customers - feeling comfortable with diving in on customer issues & being the voice of the customers internally
- Experience in a high growth and fast paced environment (experience in a scale-up is a plus)
- You are data driven and a great communicator. You work well with both internal teams, external partners and obviously customers
- Alignment with Yoobic’s mission - to change the lives of millions of deskless workers by creating a better everyday working experience
- Experience working with C-level client executives is a must
- High energy, go-getter with fresh ideas who takes the initiative to get things done

**What we offer...**

UK
- 33 days annual leave (including bank holidays)
- Scottish Widow Pension scheme
- Vitality medical coverage - Including primary care, hospital care and additional mental health coverage
- Simplyhealth cash plan (includes dental and vision coverage)
- Healthy Mind EAP
- Short Term and Long Term disability coverage
- Life

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